Summary
Overview
Work History
Education
Skills
Timeline
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Carlos Rivera

Lexington,NC

Summary

Hardworking energetic reliable professional accustomed to fast-paced call center environments. Work quickly to understand, document and resolve customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in customer standards and best practices.

Overview

16
16
years of professional experience

Work History

Customer Service Associate

Pepsico/Cognizant
Winston-Salem, NC
11.2013 - Current
  • Processed customer account changes. For example updating the custumer when there are reroutes and or delivery day changes.
  • Increased customer satisfaction by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Consulted with customers regarding new products needs, addressing accounts changes like reroutes or changes on delivery days antimes.
  • Meet and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Completed diverse tasks on daily basis to serve customer needs, including processing all orders cerrectly, managing returns products and exchanges, answering questions or concerns regarding deliveries.
  • Working in specific assigned projects with certain accounts with daily goals to achive.

Youth Counselor

Baptist Children Home
Thomasville, NC
12.2012 - 08.2013
  • Monitored behavior in individual and group sessions and intervened when necessary.
  • Liaised with family members to discuss progress and develop ongoing plans for counseling goals.
  • Promoted positive influence for youngsters by demonstrating appropriate behavior, listening carefully to others and showing respect for people of all ages.
  • Provided cognitive-based therapy to assist with challenge and crisis resolution.
  • Monitored and cared for youth in carefully controlled environment to promote safety.
  • Supervised youth group members to maintain organized and safe environment.
  • Worked with parents and teachers to implement consistent behavior therapy techniques at home and school.
  • Developed comprehensive treatment plans focusing on accurate diagnosis and behavioral treatment of problems.

Youth Counselor

Timber Ridge Treatment Center
Gold Hill, NC
05.2012 - 11.2012
  • Conducted outreach, advocacy and rehabilitative services for regular cases and crisis intervention.
  • Consulted with psychiatrists about client medication changes, issues with medicine compliance and efficacy of medications.
  • Worked with parents and teachers to implement consistent behavior therapy techniques at home and school.
  • Communicated with challenged and troubled children in effort to exact positive impact and influence.
  • Supervised youth group members to maintain organized and safe environment.
  • Monitored and cared for youth in carefully controlled environment to promote safety.
  • Collaborated with counselors and parents to report youth behavior and progress.
  • Recorded comprehensive patient histories and coordinated treatment plans with multi-disciplinary team members.

Youth Worker/Team Leader Supervisor

Red Rock Canyon School
St.George , UT
10.2008 - 03.2012
  • Provided comprehensive assistance in multi-disciplinary environment.
  • Applied clinical and behavioral knowledge to maintain safety during crisis moments.
  • Used calm, positive and encouraging approach with all youth.
  • Partnered with interdisciplinary teams to implement care plans.
  • Evaluated patient behavior and reported changes to clinical team.
  • Recommended improved life choices to enhance client outcomes.
  • Collaborated with social workers and discuss resident improvments and goals to support patients.
  • PositivePeerCulture(PPC)We seek to establish a positive peer culture environment that uses the power of positive peer pressure to help students gain the strength they need to make changes in their lives.
  • I would manage a group of 12 staff to ensure that all 24 residents were in a safe inviroment.

Education

Associate of Science - Computer And Information Systems Technoly

Forsyth Technical Community College
Winston-salem, NC

Skills

  • Call center experience
  • Bilingual English and Spanish I also write Spanish
  • Customer service
  • Software troubleshooting
  • MS Office proficiency
  • Microsoft Office expertiseEffective communication
  • Technologically savvy
  • Time managment skills
  • Problem-solving
  • Ative listening

Timeline

Customer Service Associate

Pepsico/Cognizant
11.2013 - Current

Youth Counselor

Baptist Children Home
12.2012 - 08.2013

Youth Counselor

Timber Ridge Treatment Center
05.2012 - 11.2012

Youth Worker/Team Leader Supervisor

Red Rock Canyon School
10.2008 - 03.2012

Associate of Science - Computer And Information Systems Technoly

Forsyth Technical Community College

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Carlos Rivera